Elevating Brick & Mortar

ServiceChannel
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In today’s unpredictable economic landscape, consumer expectations are constantly evolving. In the face of these challenges, how do brands deliver a consistent and compelling customer experience? The world's most innovative companies are turning to an underappreciated function to gain a competitive edge: facilities. On this podcast, you’ll hear from the most successful leaders across industries. They’ll share how operations and facilities are driving brand performance by transforming facilities from a cost center to a revenue driver. Welcome to “Elevating Brick and Mortar.”

  1. المقطع الترويجي للموسم ٥

    Season 5 Trailer

    Tune in for Season 5, streaming wherever you get your podcasts.

    ١ من الدقائق

  2. ٦ يونيو

    Bringing Humanity to Your Service Model with Melissa Ng, SVP of Design and Construction at CAVA

    Melissa emphasizes the importance of human interaction in the dining experience, the role of continuous improvement, and the integration of sustainability practices. Sid and Melissa also discuss the evolving expectations of consumers for values-driven brands and the necessity for businesses to adapt their physical spaces to meet these demands. Welcome to Elevating Brick and Mortar.  A podcast about how operations and facilities drive brand performance. On today’s episode, we talk with Melissa Ng, SVP of Design and Construction at CAVA. CAVA is a Mediterranean fast casual restaurant chain with locations across the United States. Cava is owned by the publicly traded Cava Group. GUEST: Melissa Ng is SVP of Design & Construction at Cava Grill, and oversees the growth and evolution of Cava’s portfolio through new restaurant builds, a conversion program, and design innovation projects. Prior to that, she was Head of Design & Construction for Blink Fitness, when the Brand was growing via new Corporate and Franchise locations, as well as enhancing their Digital Offering to members. From 2012 to 2018, Melissa held various roles at Chipotle Mexican Grill, including Retail Design Director overseeing the Development Lab. During that time, her team created 3 new Restaurant Prototypes, and executed pilot projects to support the company’s Digital Ordering Channels. Earlier in her career, Melissa oversaw Corporate Workplace design at TD Bank Group, and designed Flagship stores for the Victoria’s Secret Pink Brand. Melissa has a background in Architecture and holds a BA from Cornell University. TIMESTAMPS 00:31 - About CAVA 01:06 - Melissa’s journey 04:38 - CAVA’s mission 21:00 - How to ensure consistency 19:11 - Reacting to high consumer expectations 30:37 - ESG practices 37:25 - About Project Soul 41:12 - Find Melissa Ng on LinkedIn SPONSOR: ServiceChannel brings you peace of mind through peak facilities performance. Rest easy knowing your locations are: Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers. LINKS: Connect with Melissa on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website

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  3. ١٤ مايو

    Behind the Brew: How Dutch Bros Builds for Joy, with Heather Robison, Facilities Manager at Dutch Bros Coffee

    Heather Robison describes the importance of consistency and culture in creating a great customer experience. She also  shares the secrets to success behind Dutch Bros’ rapid growth from a small-town coffee cart to plans for over 2,000 locations.  Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance. On today’s episode, we talk with Heather Robison, Facilities Manager of Dutch Bros Coffee. Dutch Bros is a drive-thru coffee company founded in 1992, with over 900 locations across 18 states.  GUEST BIO: Heather has over 15 years of experience in strategy and growth with a customer focus. She advocates for people over costs, people over profits, and respecting the people on business’ front lines. In her free time she participates in RFMA, CASA, WFF, and organizations that support better outcomes for children in foster care. for days and days and thousands of gallons of water going down the drain. TIMESTAMPS: 00:17 - All about Dutch Bros 06:26 - The role of the physical space 09:43 - Heather’s story 15:25 - The challenge of consistency 25:20 - The impact of COVID 36:31 - Are robots on their way? 38:48 - The future of facilities 45:17 - Sid’s takeaways SPONSOR: ServiceChannel brings you peace of mind through peak facilities performance. Rest easy knowing your locations are: Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers. LINKS: Connect with Heather on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website

    ٤٥ من الدقائق

  4. ٢ مايو

    The Built Environment as a Product with Eric Taylor, Founder and CEO of Salon Republic

    Eric discusses how Salon Republic  turned physical spaces into a successful product offering by creating customizable, artistic studios for independent beauty professionals. They emphasize the importance of maintaining these environments to cater to diverse needs while staying cost-effective and resilient to wear. Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance. On today’s episode, we talk with Eric Taylor, Founder and CEO of Salon Republic. Salon Republic is a collective of beauty experts who share their talents side-by-side, so they can focus on growing their talent, expanding their client list and building their personal brand. Eric Taylor is the founder and CEO of Salon Republic, a 40-unit salon chain with over 3,000 beauty professionals in five states. He’s the host of one of the most popular podcasts in the salon industry, and Chair of the Professional Beauty Federation representing the 621,000 licensed beauty professionals and 53,000 establishments in CA. TIMESTAMPS 01:06 - About Salon Republic 05:27 - Creating a new model 16:07 - Making the built environment your product 26:46 - How to evolve your vision 35:32 - Adapting through COVID 49:11 - Future thinking 52:13 - Sid’s takeaways SPONSOR ServiceChannel brings you peace of mind through peak facilities performance. Rest easy knowing your locations are: Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers. LINKS Connect with Eric on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website

    ٥٠ من الدقائق

  5. ١٢ فبراير

    Filling the Gap in America’s Workforce Shortage with Wyatt Smith, Founder and CEO of UpSmith

    Wyatt discusses the shortage of skilled labor, the role technology plays in tackling this issue, and its broader impact on the economy. Wyatt and Sid address ongoing challenges in the skilled trades industry, and what innovative solutions lie on the horizon. Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance. On today’s episode, we talk with Wyatt Smith, founder and CEO of UpSmith. UpSmith builds technology to address skilled worker shortages, starting with gamification software to help skilled trades companies and technicians win. Guest Bio: Prior to UpSmith, Wyatt led business development for Uber Elevate, Uber’s aerial ridesharing business unit. At Uber, Wyatt led a team responsible for 25+ commercial partnerships across the air mobility value chain, generating more than $5B in private sector investment. Prior to Uber, Wyatt served as a consultant at McKinsey. He began his career as a corps member with Teach for America, receiving the 2013 Sue Lehmann Award as a national teacher of the year. Wyatt holds an MBA with Distinction from Harvard Business School and a BS in Human & Organizational Development and Political Science from Vanderbilt University, where he served as student body president and as a young alumni trustee on the Board of Trust. Wyatt grew up on a family-owned cattle ranch in rural Alabama. He and his family live in Dallas. Timestamps: 00:48 - About UpSmith 01:29 - Wyatt’s journey 04:36 - What is UpSmith solving for? 10:21 - UpSmith’s North Star 16:14 - How did we get into a trade deficit? 26:25 - Today’s uses for AI 35:10 - Future thinking 39:41 - Where to find Wyatt 40:16 - Sid’s takeaways SPONSOR: ServiceChannel brings you peace of mind through peak facilities performance. Rest easy knowing your locations are: Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers. Links: Connect with Wyatt on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website

    ٤٠ من الدقائق

  6. ٢٤ يناير

    Why Healthcare Needs Hospitality to Grow with Marcelle Parrish, CCO of ClearChoice Dental Implant Centers

    Meaningful change for patients comes from healthcare focused on hospitality. Marcelle Parrish emphasizes the importance of a patient-focused approach in healthcare. She says that studying, understanding, and improving each step of the patient experience is crucial. Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance. On today’s episode, we talk with Marcelle Parrish, CCO of ClearChoice Dental Implant Centers. ClearChoice Dental Implant Centers, equipped with innovative technology, serves more than 200,000 patients across the United States through advanced oral treatments that can help lead to better overall health and quality of life.  Guest Bio: Marcelle Parrish, Chief Commercial Officer of Clear Choice Dental Implant Centers and Chief Digital Officer of TAG - The Aspen Group, is responsible for developing innovative strategies to deliver business results across the TAG family of brands and reimagine patient experiences. A Kansas City native, Marcelle graduated from Southern Methodist University and attended George Washington University for her MBA. Upon graduating, she embarked on a 25+ year career holding major digital and brand leadership positions at global retail and direct-to-consumer organizations including Johnson & Johnson, eBay, and Ralph Lauren. Timestamps: 00:22 - About ClearChoice 00:55 - Marcelle’s journey 04:52 - Hospitality in healthcare 07:02 - Design in healthcare 10:37 - How ClearChoice leverages technology 15:03 - Adapting to consumers 26:20 - Future thinking 34:57 - Where to find Marcelle 35:28 - Sid’s takeaways Sponsor: ServiceChannel brings you peace of mind through peak facilities performance. Rest easy knowing your locations are: Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers. Links: Connect with Marcelle on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website

    ٣٧ من الدقائق

  7. ١٨‏/١٢‏/٢٠٢٤

    Designing Spaces to Delight Customers and Shareholders with Rani Gharbie, Managing Director of Investment & Development at CitizenM Hotels

    Rani says the hospitality industry needs disruption. He describes CitizenM’s efficient use of space, a community-driven environment, and integration of technology with a human touch. Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance. On today’s episode, we talk with Rani Gharbie, Managing Director of Investment & Development at CitizenM Hotels. CitizenM is a fully integrated owner-operator hotel brand, with over 30 hotels in 18 cities. Guest Bio: Rani currently oversees investment and development in the Americas at citizenM, an asset heavy owner-operator hotel group backed by GIC, APG and KRC. Before joining citizenM, he founded New York-based real estate investment firm Cedar Funds and held senior roles with major hotel groups globally such as Virgin Hotels, IHG, Hyatt and BD / Pod Hotels. Rani also teaches “Private Equity Hotel Development” at his Alma Mater, Columbia University’s real estate development Master program. He has lived on three continents and speaks three languages. He’s an avid traveler, runner, cyclist and swimmer.  Guest Quote: We're able to build a really, really efficient product. An efficient product that delivers exceptional return per square foot. And that's why we stand behind the real estate of our brand.  Timestamps: 00:20 - About CitizenM 01:27 - Rani’s Role 06:39 - Developing a brand promise 10:44 - Building the ideal consumer relationship 23:01 - Keeping the loop closed 27:46 - What did COVID change? 37:08 - Future thinking 44:28 - Where to find Rani Sponsor: ServiceChannel brings you peace of mind through peak facilities performance. Rest easy knowing your locations are: Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers. Links: Connect with Rani on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website

    ٤٢ من الدقائق

  8. ٢٠‏/١١‏/٢٠٢٤

    Reimagining the Banking Experience with Shaun Rowley, Head of Market Experience at CapitalOne

    Shaun discusses Capital One’s mission to integrate technology with human interaction to create welcoming, community-oriented spaces that offer more than traditional banking services. Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance. On today’s episode, we talk with Shaun Rowley, Head of Market Experience at Capital One. Capital One is a bank built on digital tools and human connections. Their approach to banking aims to be a personal one through their cafes. Guest Bio: Shaun Rowley leads the Market Experience team with Capital One’s Retail Bank, focusing on bringing reimagined banking to Capital One Customers in their Branches and Cafés. He recently celebrated 21 years with the company since starting as a part-time contact center associate, and has held multiple positions in front line teams, product, technology, marketing, strategy, and analysis. Shaun has a passion for bringing to life new omni-channel experiences that welcome everyone and provide customers with the tools and confidence to improve their personal relationship with money. Guest Quote: Many Americans still value the in person interaction and the human help that is necessary and so valuable. And really, there's no substitute, right, for being able to have that experience face to face. Timestamps: 01:12 - What Capital One does 01:46 - Shaun’s role 03:39 - Reimagining physical space 09:47 - Defining a north star 14:43 - Today’s trends 17:40 - Using tech to your benefit 22:35 - Predicting trends 29:08 - Where to find Shaun Sponsor: ServiceChannel brings you peace of mind through peak facilities performance. Rest easy knowing your locations are: Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers. Links: Connect with Shaun on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website

    ٢٩ من الدقائق
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In today’s unpredictable economic landscape, consumer expectations are constantly evolving. In the face of these challenges, how do brands deliver a consistent and compelling customer experience? The world's most innovative companies are turning to an underappreciated function to gain a competitive edge: facilities. On this podcast, you’ll hear from the most successful leaders across industries. They’ll share how operations and facilities are driving brand performance by transforming facilities from a cost center to a revenue driver. Welcome to “Elevating Brick and Mortar.”

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    ServiceChannel
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  • حقوق النشر
    © ServiceChannel
  • موقع البرنامج على الويب
    Elevating Brick & Mortar